Avis Complaint - Horror story with Avis in Kampmannsgade, Copenhagen, Denmark - Car rental
Car rental - Complaint
COPENHAGEN -- We recently visited Denmark, which is the country where I was born. For the first time, we had decided to rent a car. Our first choice with nembil. dk turned out to be an unwise decision. We were given a car with almost 200,000 miles on it (a Nissan Primera). The interior of the car smelled badly; the rest of the family was indeed disgusted with it. The ignition went out at least 10 times during the short distance from Frederiksberg to Amager, where we were to return the car. Nevertheless, at least they were gracious enough to cancel the contract since this car could not reliably take us anywhere.
After wasting half a day, and upon the recommendation of our hotel, we contacted Avis car rental in Kampmannsgade 1, Copenhagen. At first they seemed like a wise choice. However, when we returned the car three days later, they attempted to charge us for an extra day. Even though the car was brought back 15 minutes before it was supposed to (5 pm we were told). After arguing our case, and only then, they took the extra day off our bill. We should have known right then that something was up.
One week after returning to the US I noticed a VISA charge of $820 (equivalent to 5000 Danish kroner) on my checking account. It was from Avis in Copenhagen. I called them up and they alleged they had noticed there was a scratch over the wheel. I told them I was confident that we had not been in any accidents and had inspected the car thoroughly upon returning it. We did not see evidence of any damages. Besides Avis at the time had not made comments about anything.
Now one week later they’re alleging that the car was damaged and they’re charging $820 to fix this alleged scratch. I told them that it doesn’t make any sense that you contact me one week later about a damage and claim that I did it. In America vehicles are inspected right away and you get a receipt that everything checks out.
They, on the other hand, claim that they took photos with a time/ date stamp right after it was returned. Then why did it take them one week to contact me about it? You think that sounds suspicious?
Eventually they sent me those photos. Two comments should be made: First, the photos they sent did not come with a time and date stamp. They could have been taken at anyone time afterwards, even after the car had been rented to others. Second, the photos show a very minor scratch that might not be noticeable when you first glance at the vehicle. Yet they try to charge $820 for that!
To sum up our experiences with Avis in Copenhagen: Avoid them at ANY cost, unless you’re willing to risk ending up with fraudulent charges on your VISA card. Do I believe that they have a scam going on? Yes, I absolutely do.
There are other reputable car rental agencies out there I’m sure. Clearly, with Avis there’s no such thing as customer service. Obviously, they took advantage of us for not living in Copenhagen and being able to show in person and challenge these charges. Their slogan is a joke:” We try harder”. This takes on a whole new meaning after our experiences.